Carleton University student Atisa Khalaj says she often outwalks city buses — even when it’s minus 20 C.
“I have never had to spend this much money on Uber until I moved here,” said Khalaj. “I keep deleting that app and then have to re-download it because I’m stranded.”
The second-year student at Carleton, says she’s frustrated and disappointed with OC Transpo’s unreliability. She said she would support compensating riders for substandard service — an idea now being explored by city staff at the behest of Capital Coun. Shawn Menard, who represents the Carleton community.
As a cash refund or free, make-up tickets for future trips, “it would improve my quality of life. It’s almost like I’m in the middle of nowhere taking transit.”
But to Brooke Anderson, president of the Carleton Transit Club, a refund would be just a band-aid solution to a system-wide problem.
“I care more about a service that works than getting an ‘I’m sorry token’ for a system that doesn’t,” Anderson said. “We don’t need rebates for a bad service. We need a better service.”
Her commute from Kanata is more than an hour. She waits to catch one bus, then transfers to both train lines —first east-west, then north-south — to get to campus. Anderson, too, said she relies on Uber to get to important tests and exams.
She said the campus transit club would rather funds be reallocated to OC Transpo’s ballooning deficit than compensation payments.
Two city council motions were approved Feb. 11 that direct city staff to explore potential ways to compensate riders and create a robust accountability framework for transit reliability.
I care more about a service that works than getting an ‘I’m sorry token’ for a system that doesn’t. We don’t need rebates for a bad service. We need a better service.
— Brooke Anderson, president, Carleton Transit Club
Menard’s motion focused on seeking compensation for disgruntled riders, who’ve faced constant bus route cancellations as well as LRT shutdowns and reductions because of mechanical problems and safety concerns.
Menard’s motion asked staff to examine ways to refund riders for “transit disruptions.” The funds would be pulled from reserves that haven’t been paid to the Rideau Transit Group — the group of companies that are contracted to maintain the LRT — because of its recent failures to meet performance standards.
“I know it doesn’t solve problems immediately,” Menard said at council. “It’s focused on the short-term pain.”
The findings will be presented to the city’s transit committee this spring.
Meanwhile, Knoxdale-Merivale Coun. Sean Devine is asking staff to develop a permanent accountability mechanism and update OC Transpo’s service reliability policy. It would include clearer expectations and deliverables to be shown to council next year.
“People are looking to us for steadier, more reliable service,” Devine said at council. “They’re asking for a system they can count on.”
Anderson said the longer-term accountability mechanism has more promise.
“Clearly whatever fixes are needed are not getting to the people who need to hear them,” Anderson said. “Hopefully more accountability will lead to better solutions.”
For now, Anderson said Carleton’s transit club is focused on advocating for bus lanes on Bank Street and Carling Avenue to speed up trips to and from campus. To her, it’s a more effective solution that will get buses to users on time.
“People want it, people need it,” she said, “and it really can be great.”
